Case Study: Fastly achieves a 24-point increase in customer loyalty with Concentrix VOC

How Fastly Made the Customer Experience as Great as Their Products

Fastly, a US provider of cloud computing services, wanted to improve its voice of the customer program but was running into common B2B challenges with its DIY VOC software platform, including limited actionability, manual closed-loop follow-up, and difficulty prioritizing high-value accounts. Concentrix provided the VOC technology and B2B expertise Fastly needed to move beyond basic reporting and better connect customer feedback to business outcomes.

Concentrix helped Fastly redesign its survey to focus on B2B experience drivers such as product satisfaction, ease of use, and onboarding, while integrating VOC data with account history and segmenting clients by product type, value, and brand perception. The result was a 24-point increase in customer loyalty in one year, including a +23.5 increase in NPS from 48.6 in Q2 2020 to 73.9 in Q2 2021, along with faster follow-up on at-risk customers and more tailored account action plans.

Fastly

Kim Ogletree

SVP, Client Services